Daneka Lapoint Email & Phone Number

Cocoa, FL, US

• Responded to a high volume of customer inquiries through chat and email, addressing product information, order tracking, inventory availability, and claims processing.
• Utilized Salesforce, Interaction Desktop, Order Management System, Kronos, Google Docs, and Microsoft Office to efficiently assist customers and provide exceptional service.
• Handled up to 3 concurrent chat requests and processed an average of 50-100 chats per shift, demonstrating strong multitasking and time management skills.
• Supported customers across three companies simultaneously: Journeys, Journeys CA, and Little Burgundy, showcasing adaptability and comprehensive product knowledge.
• Collaborated with cross-functional teams, including FedEx, customer service phone team, escalations team, and store management, to resolve complex customer issues, expedite order tracking, and facilitate phone orders.
• Troubleshot technical issues related to website user interface, offering assistance with login resets, cache and cookie refresh, and guiding customers on product usage and website navigation.

• Served as the initial point of contact for customers reporting fraudulent activity within personal and business accounts, including checking accounts, savings accounts, credit accounts, debit cards, and credit cards.
• Specialized in detecting and preventing account takeovers, identity theft, fraudulent ACH transactions, and fraudulent checks.
• Utilized Microsoft Office, Avaya, and company-specific systems and databases to identify and report fraudulent activity to the investigation team.
• Collaborated with internal investigation units, wire transfer team, and law enforcement agencies through established channels to investigate and resolve fraud cases.
• Analyzed transaction histories and data to identify potentially fraudulent activity, conducting thorough first-level investigations into reported incidents.
• Engaged in communication with customers, financial institutions, and merchants to verify transactions, resolve potential fraud issues, and gather necessary evidence.

Moscow, Tennessee, United States

• Demonstrated strong leadership and customer service skills as a Lead Sales Associate in the retail industry for 2 years.
• Led a team of sales associates, providing guidance, training, and support to optimize performance and ensure exceptional customer experiences.
• Played a pivotal role in driving sales and achieving revenue targets through effective product knowledge, upselling techniques, and cross-selling strategies.
• Collaborated closely with store management to develop and implement sales strategies, promotional campaigns, and visual merchandising initiatives.
• Provided personalized assistance to customers, addressing inquiries, recommending products, and resolving any issues or concerns to ensure customer satisfaction.
• Effectively utilized point-of-sale (POS) systems and inventory management software to process transactions, monitor stock levels, and generate sales reports.

Memphis, Tennessee, United States

• Provided exceptional customer service and contributing to the overall success of the store.
• Processed sales transactions efficiently and accurately, utilizing point-of-sale (POS) systems and handling cash, credit card, and digital payments with precision.
• Demonstrated excellent product knowledge, assisting customers in finding the right items, answering inquiries, and providing recommendations to enhance their shopping experience.
• Maintained a clean and organized checkout area, ensuring a positive and welcoming atmosphere for customers.
• Efficiently managed and reconciled cash registers and conducted daily cash count and balancing procedures to maintain accurate financial records.
• Collaborated with the sales team to achieve store sales targets, utilizing upselling and cross-selling techniques to maximize revenue.

Collierville, Tennessee, United States

• Thrived as a passionate Bookseller at Barnes & Noble for 1 year, delivering exceptional customer service and fostering a love for literature.
• Engaged with customers, providing personalized recommendations based on their interests, enhancing their reading experience, and promoting a positive shopping environment.
• Demonstrated in-depth knowledge of a wide range of books, authors, genres, and popular literary trends, enabling effective customer engagement and book recommendations.
• Assisted customers in locating books, answering inquiries, and processing sales transactions, utilizing point-of-sale (POS) systems and maintaining accurate inventory records.
• Created visually appealing displays, highlighting featured books, new releases, and promotions to attract customers and increase sales.
• Organized and restocked shelves, ensuring books were categorized appropriately and maintained a neat and organized store layout.

Farmington, Maine, United States

• Provided exceptional customer service and contributing to the overall success of the store.
• Processed sales transactions efficiently and accurately, utilizing point-of-sale (POS) systems and handling cash, credit card, and digital payments with precision.
• Demonstrated excellent product knowledge, assisting customers in finding the right items, answering inquiries, and providing recommendations to enhance their shopping experience.
• Maintained a clean and organized checkout area, ensuring a positive and welcoming atmosphere for customers.
• Efficiently managed and reconciled cash registers and conducted daily cash count and balancing procedures to maintain accurate financial records.
• Collaborated with the sales team to achieve store sales targets, utilizing upselling and cross-selling techniques to maximize revenue.

Wilton, Maine, United States

• Specialized in detecting and preventing credit card fraud and identity theft, employing advanced analytics and investigative techniques to identify and mitigate potential risks.
• Collaborated closely with cross-functional teams, including internal investigation units, law enforcement agencies, and financial institutions, to investigate and resolve cases of credit card and identity theft fraud.
• Utilized cutting-edge fraud detection systems, data analytics tools, and methodologies to analyze and interpret complex patterns, transactions, and behaviors.
• Proactively monitored and assessed credit card transactions, account activities, and customer profiles, identifying suspicious indicators, anomalies, and emerging fraud trends.
• Developed and implemented fraud detection models, rules, and algorithms, leveraging statistical analysis and machine learning techniques to optimize detection accuracy and minimize false positives.
• Communicated findings and insights to stakeholders through comprehensive reports, utilizing data visualization techniques and reporting tools.

Farmington, Maine, United States

• Provided exceptional customer service and contributing to the overall success of the store.
• Processed sales transactions efficiently and accurately, utilizing point-of-sale (POS) systems and handling cash, credit card, and digital payments with precision.
• Demonstrated excellent product knowledge, assisting customers in finding the right items, answering inquiries, and providing recommendations to enhance their shopping experience.
• Maintained a clean and organized checkout area, ensuring a positive and welcoming atmosphere for customers.
• Efficiently managed and reconciled cash registers and conducted daily cash count and balancing procedures to maintain accurate financial records.
• Collaborated with the sales team to achieve store sales targets, utilizing upselling and cross-selling techniques to maximize revenue.

Master Of Arts - Ma, English Language And Literature

Bachelor Of Arts - Ba, English Language And Literature

Mental And Social Health Services And Allied Professions